We’re a leading business management solution with a core purpose: helping more businesses in Australia and New Zealand start, survive and succeed.
At MYOB, we believe what’s good for one business is good for all business—and for all of us. Whether you support them, work for them, or dream of building your own, when businesses run smoothly, everybody feels it. Owners, employees, customers, suppliers—even families. That’s why we’re here: to give every person in business the tools they need to focus on what really matters and do Big Things—whatever big looks like for them.
And for you? Joining MYOB means being part of that impact. It means using your skills to help businesses thrive, shaping the future of work, and growing alongside the people and communities we support. Because while we’re the business of software, we’re really in the business of people. And that makes MYOB Everyone’s Business.
About the Team
Customers, or as we fondly call them, Solmates, are at the heart of everything we do. Our Solo by MYOB Service & Operations team represents their voice across the business, acting as a collaborative bridge between Operations, Tech, Product, and Marketing. We ensure the needs of our customers are understood, championed, and reflected in every decision.
The Opportunity
We’re looking for a Community Leader who can take ownership of building and evolving our Solmate community. This role is about more than managing forums, it’s about shaping a modern, digital-first customer experience that blends technology, partnerships, and advocacy. You’ll be a natural collaborator and self-starter, motivated to make an impact and excited to lead change in how we engage, support, and empower our customers.
What You'll Do
- Lead and inspire a team to deliver the digital customer experience of the future - we're talking Community excellence, Zendesk automations and GenAI
- Foster belonging by creating a vibrant, inclusive community where members feel supported and valued - you're people-first, responsive and roll up your sleeves
- Champion customer voices, ensuring feedback and insights influence product and business decisions - feedback is a gift and it's our role to represent that in all the right forums
- Drive engagement through initiatives that encourage collaboration, knowledge-sharing, and advocacy - always-on continuous improvement: CX = PX
- Guide and support community members with resources, expertise, and responsive communication - leveraging the power of 1:many because the happiest customers are those that don't need to contact us but when they do, we're here to delight
- Promote inclusivity and diversity, ensuring every member feels welcome - be yourself and lead by example
- Measure and evolve community impact by monitoring engagement and iterating on strategy - report, visualise, share, improve
- Lead change by evolving traditional support into a broader customer success discipline - every time a customer reaches out is an opportunity for growth and revenue-driving initiatives
What You'll Bring
- Proven leadership experience in customer-facing teams, with a track record of motivating and enabling others
- Strong business acumen, particularly with SMEs and sole operator customers
- Deep knowledge of online communities, forums, and social platforms, with the ability to scale engagement
- Technical fluency to provide accurate support and understand SaaS product strategy
- Change management leadership skills - comfortable driving transformation and embedding new ways of working
- Customer obsession - you empathize deeply with customers and their end users
- Execution mindset - you take initiative, move quickly, and deliver results
- Strategic thinking combined with hands-on responsiveness - you can zoom out to set vision and zoom in to get things done
- Collaborative style - you thrive in cross-functional environments and build strong relationships across teams